Senior Engineer - Service Desk

As a Technical Support Specialist, your role will involve handling incoming calls, emails, and chat from users, some of which may require working on rotational shifts. You will need to have the ability to comprehend end users from international locations over the phone. Your responsibilities will include recording, classifying, and prioritizing tickets, providing initial support and troubleshooting based on Knowledge Base articles, and contributing to the Knowledge Base with new articles. Key Responsibilities: - Handle incoming calls, emails, and chat from users - Comprehend end users from international locations over the phone - Record, classify, and prioritize tickets - Provide initial support and troubleshooting based on Knowledge Base articles - Contribute to the Knowledge Base with new articles - Take remote control of end users" machines if required while troubleshooting - Route requests to appropriate support groups or third-party suppliers when tickets are not resolved during initial support - Monitor the status and document the progress towards resolution of all open tickets - Keep affected users informed about the progress - Escalate the process if necessary - Confirm resolution and close tickets within the SLA - Attend trainings and complete certifications for set competencies Qualifications Required: - Diploma - Technology certifications such as HDI Certification and ITIL Foundation Technical Skills: - Ability to differentiate between different types of IT assets - Basic troubleshooting on different versions of Windows OS (e.g., Windows XP, Windows 7, Windows 10, Windows 11) - Understanding of desktop applications, installation, uninstallation, and troubleshooting - Ability to support users in business applications based on SOPs - Troubleshooting desktop/applications remotely - Ability to carry out disk management, disk encryption, and wireless configuration - Ability to install and configure email clients, troubleshoot connectivity issues - Ability to troubleshoot calls for printers and copiers locally and remotely Backup and Recovery Skills (Required for Tech Support): - Technical understanding of native backup management tools and different types of backups - Ability to isolate system issues to backup job issues - Ability to provide SOP-based support for configuring and troubleshooting backup-related issues - Basic networking knowledge (protocols, OSI layers, IP address) Desired Skills: - Basic understanding of virtual infrastructure (VMware, Hyper-V, Citrix) and Cloud (AWS, Azure, Google Cloud) for MSP - Understanding of domain setup and ability to add/remove computers to the domain for MSP and Enterprise Behavioral & Functional Skills: - Good verbal and written communication skills - Time management - Collaboration and teamwork - Basic understanding of ITIL - Decision-making - Problem-solving - Planning, organizing, and prioritizing - Active listening skills Location: India - Pune (Note: No additional details about the company were provided in the job description.),